Note: Supplemental materials are not guaranteed with Rental or Used book purchases.
Purchase Benefits
What is included with this book?
Foreword | |
Our Thanks | |
Preface | |
The Fundamental Principles of Knock Your Socks Off Service | |
The Only Unbreakable Rule: To the Customer You Are the Company | |
Know What Knock Your Socks Off Service Is | |
Knock Your Socks Off Service Is: Reliable | |
Knock Your Socks Off Service Is: (Re)-Assuring | |
Knock Your Socks Off Service Is: Tangibles | |
Knock Your Socks Off Service Is: Empathetic | |
Knock Your Socks Off Service Is: Responsive | |
The Customer Is Always. . The Customer | |
The How To's of Knock Your Socks Off Service | |
Honesty Is the Only Policy | |
All Rules Were Meant to Be Broken (Including This One) | |
Creating Trust in an Insecure, Suspicious World | |
Taking Ownership of Your Service Encounters | |
Become a Listening Post | |
Asking Intelligent Questions | |
Winning Words and Soothing Phrases | |
Facts for Face-to-Face | |
Tips for Telephone Talk | |
It's a Small World: Culturally Sensitive Service | |
The Generational Divide: Serving Age-Diverse Customers | |
Communicating Knock Your Socks Off Service | |
Co-Workers as Partners: Communicating Across Functions | |
Exceptional Service Is in the Details | |
Good Selling Is Good Service Good Service Is Good Selling | |
Communicating with Customers in the Digital Age | |
Putting Your Best E-Mail Foot Forward | |
Responding Positively to Negative Feedback | |
Never Underestimate the Value of a Sincere Thank-You | |
The Problem-Solving Side of Knock Your Socks Off Service | |
Be a Fantastic Fixer | |
The Axioms of Service Recovery | |
Use the Well-Placed "I'm Sorry" | |
Fix the Person | |
Fair-Fix the Problem | |
Service Recovery in the Digital Age | |
Recovery: Social Media Style | |
Customers from Hell® Are Customers, Too | |
The Customers from Hell® Hall of Shame | |
Knock Your Socks Off Service Fitness: Taking Care of You | |
Master the Art of Calm | |
Keep It Professional | |
The Competence Principle: Always Be Learning | |
Party Hearty Activities Connections "The Knock Your Socks Off" Library | |
Index | |
About Performance Research Associates, Inc. | |
About the Editors | |
Table of Contents provided by Publisher. All Rights Reserved. |
The New copy of this book will include any supplemental materials advertised. Please check the title of the book to determine if it should include any access cards, study guides, lab manuals, CDs, etc.
The Used, Rental and eBook copies of this book are not guaranteed to include any supplemental materials. Typically, only the book itself is included. This is true even if the title states it includes any access cards, study guides, lab manuals, CDs, etc.